- Customer Service Advisor
- Orchard Recruitment in Douglas, Isle of Man, Isle Of Man
- jobs
- 10 hours ago
jobs description
Job description
Overview
Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their Customer Service team as a Customer Service Advisor.
The Customer Service Advisor will be responsible for:
Be the first line of customer support, answering calls and online enquiries for a range of customer issues providing support and advice on technical and general customer queries
Provide general support for products and services including but not limited to: Sales, Service, Provisioning, Billing, Payments, Faults, Assistance, Conference Bureau and Mobile help desk
Provide routine administration including but not limited to: customer registrations, data input and maintenance of customer data in internal systems, reporting and additional activities as required
Single point of contact for the customer, providing end to end support in an accurate, professional and timely manner by phone, email, web chat and social media. Giving a first contact resolution on issues/questions for all products wherever possible
Undertake training to operate all systems in the Contact Support Centre in order to resolve such customer enquiries
Record, interrogate and diagnose customer issues / faults for all "General" services, provide information or a first call resolution when possible; to decide upon and implement correct procedures to ensure a solution
Take payments and resolve customers normal billing enquiries
Manage conference calls and bureau services
Provide an excellent customer experience by advising and actively promoting products and services, thereby enhancing sales and making retaining the customer a priority
Proactively inform the CTIO engineering team and Products team of any major customer affecting issues as they emerge in a timely manner
The ideal candidate for the Customer Service Advisor role will have:
Excellent customer focus, empathy and experience of working in a customer facing role
Superb telephone manner and listening skills
Good communication skills, both verbal and written, particularly in regards to using appropriate levels of communication to a varied customer base
Strong relationship and networking skills
Willing to work outside normal working hours to provide customer focused support shifts
Ability to produce accurate, good quality work.
Competent word processing and document formatting skills
Well organised and methodical
Demonstrate an interest in current and future technology
Desirable
Experience of working in a technical role
Eager and quick to learn new skills and technologies.
Appreciation of the telecommunications market and customers
Able to use their initiative to tackle a broad range of problems
Ability to work either as part of a team or independently as and when required
Orchard Recruitment